Case Study: Online Degree Programs Call Center achieves faster lead assignment and higher advisor productivity with Decisions

Online Degree Programs Call Center boosts advisor efficiency and real-time lead assignment with Decisions

An edtech company running an online degree programs call center faced significant challenges with its manual lead management process. Its legacy system lacked automation for prioritization and real-time assignment, resulting in delays, missed opportunities, and inefficient handling of prospective student leads. The company selected the Decisions platform to implement a rules-driven solution to streamline its call center operations.

Decisions implemented a comprehensive lead scoring, prioritization, and pop notification system integrated with Salesforce and TalkDesk. The solution provided advisors with real-time alerts and dashboards, which increased efficiency and improved contact rates. The results included a significant reduction in idle time, seamless data synchronization, and real-time performance tracking for managers. The scalable architecture from Decisions allows the company to handle multiple campaigns and lead volumes without needing IT intervention.